in response to [redacted] ID# [redacted] : [redacted] requested a delivery time after pm on said dayIt is our policy to give a time frame, not a specific timeThis is our policy because of unforeseen circumstance beyond our controlShe was never promised a specific time.When she purchased the sofa, she was speaking with Gail, not BrianShe is the secretaryGail was reviewing the delivery policy with [redacted] and her fiancé stated that he “was gonna make the sofa fit no matter what." [redacted] and her fiancé did come into the store before the purchase of the sofa and spoke with BrianAt which time I also explained to both of them the delivery policyBrother's Fine Furniture LLC Delivery Policy is that: “Under no circumstances does Brother's Fine Furniture LLC force any items at the risk of damage to customers property or merchandiseThe merchandise will be brought back to the store and refund will be issued minus the delivery feeIf customers chooses another item a redelivery fee will be chargedUnder no circumstances will merchandise be delivered that will put our delivery team at risk for injury.” Gail continued to explain Brother's Fine Furniture LLC Policy regarding not forcing items to fit [redacted] 's fiancé then stated “I will put it through the window if I have to" Upon arrival to [redacted] 's address, the front door was already taken off by the customerThe delivery crew followed policy by checking [redacted] 's ID and credit cardShe demanded to see the sofa to make sure it was the correct sofaThe delivery crew showed her the model number to prove that it was the right sofa and she demanded the sofa be unwrapped and taken out of the box on the sidewalkThe delivery crew did as she asked them to [redacted] then stated to the delivery crew that “she's the ***"[redacted] 's fiancé was involved in the delivery from the beginning to the endHe physically made the sofa fit into the desired space just as he said he wouldThe customer was not asked to hep with the deliveryThere are times that a customer will insist on helping the delivery crew and if it is safe then the crew will allow the Customer to assistAfter the sofa was in the desired space (living room), the crew showed the customer where the legs to the sofa wereThe customer only paid for a basic delivery to the second floor, no setupThe crew then stated to [redacted] and her fiancé “do you have a tip for hard working man." [redacted] then handed them $totalThe delivery crew said “thank youThe delivery crew and [redacted] 's fiancé, started going downstairs and [redacted] 's fiancé grabbed the front door and carried it downstairsThe delivery crew exited the room and If there was any damage at that time, the delivery team, [redacted] and her fiancé would have seen itThey were in the space where the damage is, if they didn't see or notice the damage on the way in then they definitely should have seen it upon leavingThe delivery crew stated "there was no damage when they left the room." When [redacted] states she “locked the door behind them." The door was not even on the hinges to close or lock [redacted] states that they knocked a fire alarm off the ceiling and holes in her wallWhile the delivery crew and [redacted] 's fiancé were walking out of the room, if there were any damage, the delivery crew calls the store, owner or manager on their cellphones on site to report itThe delivery crew even helped [redacted] 's fiancé put the door back onBrother's Fine Furniture LLC does a lot of deliveries and any issue are taken care of immediately.In Summary: [redacted] stated her delivery was promised at 5:00pmWe do not promise exact times just time framesThis is due to unforeseen circumstances beyond our control The customer stated that Brian did her credit card over the phone transaction/saleIt was actually done by Gail, a female employee The customer stated the delivery crew was “extremely rough and not careful” when in fact her fiancé actually participated in the delivery [redacted] stated that the “delivery crew made her feel uncomfortable and would not leave her doorway without a tip” [redacted] spoke with me (Brian) and told me about the delivery crew asking for a tipShe stated that she thought it was "inappropriate" but never ever said that it made her uncomfortable and that they wouldn't leave without one [redacted] stated that she tried to call the store at 9:p.mThe store closes at 6:00pm [redacted] then stated she tried to call the store “all day Saturday" and no one answered the phoneIt is highly unlikely that no one answered the phone on the busiest day of the weekA majority of our sales are done over the phoneFor this reason, it is extremely unlikely that the phone went unanswered all day on a Saturday or any dayNo voicemail was leftVoicemails are checked dailyAdditionally, no email was sent to us that nightThe first correspondence from [redacted] was on MondayAs involved as they both were in the whole delivery process, it is very hard to believe as demanding as she was, that they did not ask on the spot for our delivery crew to contact the manager or ownerThere are many ways to contact us including coming into the store to speak with the manager [redacted] stated that I (Brian) called her “a liar” and that I was rudeI never told her she was a liar and was not rude to her despite the belligerent attitude I got from [redacted] , but I did state facts to her, which she did not like Upon looking at the photos [redacted] emailed to the store, the damage appears to be more consistent with a corner of a door going through the wall not a sofaWhen I evaluate all the facts from all the parties involved and I strongly believe that the customer is not being truthful, I have to stand up for myself and my employeesEmployees have damaged furniture and property in the past and sometimes it is just inevitable, My employees do not feel they have to lie when damage happensWhen deliveries are unsafe or risky to product or property, the delivery crew calls the owner or manager on their cellphone to evaluate the situation and decide if the delivery can be done safelyBrother's Fine Furniture LLC does not hold the employees financially responsible for any damages and they are not reprimanded in any wayTherefore, the employees have no reason to not be truthfulIt is pretty clear that [redacted] is not very truthful in representing her argumentThere are a lot of inconsistencies in her storyConsidering all information presented to me, I do not feel as though we (Brother's Fine Furniture LLC) caused any damage to her property but being the honest business man that I am, I will issue a check in the amount of $for her to make her own repairs when all the untruthful information is taken off the internet permanentlyThis will save both parties lawyers fees because we are considering legal action due to her defamation of my business on the internetAs soon as my desired settlement is reached, a check will be immediately sent to the customer and we will not move forward with the lawyerIt is a shame that one distorted view can go online and damage a business without consumers hearing both parties informationWe have been in business for years and done many deliveries, I feet that it is unjust that my business is paying the consequence when I strongly feel we did no damageto her propertyIf we had done the damage, we would have taken full responsibility and made the necessary repairs ASAP, especially since the was damage minimal
in response to [redacted] ID# [redacted] requested a delivery time after 500 pm on said day. It is our policy to give a time frame, not a specific time. This is our policy because of unforeseen circumstance beyond our control. She was never promised a specific...
time.When she purchased the sofa, she was speaking with Gail, not Brian. She is the secretary. Gail was reviewing the delivery policy with [redacted] and her fiancé stated that he “was gonna make the sofa fit no matter what." [redacted] and her fiancé did come into the store before the purchase of the sofa and spoke with Brian. At which time I also explained to both of them the delivery policy. Brother's Fine Furniture LLC Delivery Policy is that:
“Under no circumstances does Brother's Fine Furniture LLC force any items at the risk of damage to customers property or merchandise. The merchandise will be brought back to the store and refund will be issued minus the delivery fee. If customers chooses another item a redelivery fee will be charged. Under no circumstances will merchandise be delivered that will put our delivery team at risk for injury.”
Gail continued to explain Brother's Fine Furniture LLC Policy regarding not forcing items to fit. [redacted]'s fiancé then stated “I will put it through the window if I have to"
Upon arrival to [redacted]'s address, the front door was already taken off by the customer. The delivery crew followed policy by checking [redacted]'s ID and credit card. She demanded to see the sofa to make sure it was the correct sofa. The delivery crew showed her the model number to prove that it was the right sofa and she demanded the sofa be unwrapped and taken out of the box on the sidewalk. The delivery crew did as she asked them to. [redacted] then stated to the delivery crew that “she's the [redacted]'s fiancé was involved in the delivery from the beginning to the end. He physically made the sofa fit into the desired space just as he said he would. The customer was not asked to hep with the delivery. There are times that a customer will insist on helping the delivery crew and if it is safe then the crew will allow the Customer to assist.
After the sofa was in the desired space (living room), the crew showed the customer where the legs to the sofa were. The customer only paid for a basic delivery to the second floor, no setup. The crew then stated to [redacted] and her fiancé “do you have a tip for hard working man." [redacted] then handed them $3.00 total. The delivery crew said “thank you. The delivery crew and [redacted]'s fiancé, started going downstairs and [redacted]'s fiancé grabbed the front door and carried it downstairs. The delivery crew exited the room and If there was any damage at that time, the delivery team, [redacted] and her fiancé would have seen it. They were in the space where the damage is, if they didn't see or notice the damage on the way in then they definitely should have seen it upon leaving. The delivery crew stated "there was no damage when they left the room." When [redacted] states she “locked the door behind them." The door was not even on the hinges to close or lock. [redacted] states that they knocked a fire alarm off the ceiling and 2 holes in her wall. While the delivery crew and [redacted]'s fiancé were walking out of the room, if there were any damage, the delivery crew calls the store, owner or manager on their cellphones on site to report it. The delivery crew even helped [redacted]'s fiancé put the door back on. Brother's Fine Furniture LLC does a lot of deliveries and any issue are taken care of immediately.In Summary:1. [redacted] stated her delivery was promised at 5:00pm. We do not promise exact times just time frames. This is due to unforeseen circumstances beyond our control.
2. The customer stated that Brian did her credit card over the phone transaction/sale. It was actually done by Gail, a female employee.
3. The customer stated the delivery crew was “extremely rough and not careful” when in fact her fiancé actually participated in the delivery.
4. [redacted] stated that the “delivery crew made her feel uncomfortable and would not leave her doorway without a tip” [redacted] spoke with me (Brian) and told me about the delivery crew asking for a tip. She stated that she thought it was "inappropriate" but never ever said that it made her uncomfortable and that they wouldn't leave without one.
5. [redacted] stated that she tried to call the store at 9:30 p.m. The store closes at 6:00pm. [redacted] then stated she tried to call the store “all day Saturday" and no one answered the phone. It is highly unlikely that no one answered the phone on the busiest day of the week. A majority of our sales are done over the phone. For this reason, it is extremely unlikely that the phone went unanswered all day on a Saturday or any day. No voicemail was left. Voicemails are checked daily. Additionally, no email was sent to us that night. The first correspondence from [redacted] was on Monday. As involved as they both were in the whole delivery process, it is very hard to believe as demanding as she was, that they did not ask on the spot for our delivery crew to contact the manager or owner. There are many ways to contact us including coming into the store to speak with the manager.
6. [redacted] stated that I (Brian) called her “a liar” and that I was rude. I never told her she was a liar and 1 was not rude to her despite the belligerent attitude I got from [redacted], but I did state facts to her, which she did not like.
7. Upon looking at the photos [redacted] emailed to the store, the damage appears to be more consistent with a corner of a door going through the wall not a sofa.
When I evaluate all the facts from all the parties involved and I strongly believe that the customer is not being truthful, I have to stand up for myself and my employees. Employees have damaged furniture and property in the past and sometimes it is just inevitable, My employees do not feel they have to lie when damage happens. When deliveries are unsafe or risky to product or property, the delivery crew calls the owner or manager on their cellphone to evaluate the situation and decide if the delivery can be done safely. Brother's Fine Furniture LLC does not hold the employees financially responsible for any damages and they are not reprimanded in any way. Therefore, the employees have no reason to not be truthful.
It is pretty clear that [redacted] is not very truthful in representing her argument. There are a lot of inconsistencies in her story. Considering all information presented to me, I do not feel as though we (Brother's Fine Furniture LLC) caused any damage to her property but being the honest business man that I am, I will issue a check in the amount of $150.00 for her to make her own repairs when all the untruthful information is taken off the internet permanently. This will save both parties lawyers fees because we are considering legal action due to her defamation of my business on the internet. As soon as my desired settlement is reached, a check will be immediately sent to the customer and we will not move forward with the lawyer. It is a shame that one distorted view can go online and damage a business without consumers hearing both parties information. We have been in business for 17 years and done many deliveries, I feet that it is unjust that my business is paying the consequence when I strongly feel we did no damageto her property. If we had done the damage, we would have taken full responsibility and made the necessary repairs ASAP, especially since the was damage minimal.
in response to [redacted] ID# [redacted] : [redacted] requested a delivery time after pm on said dayIt is our policy to give a time frame, not a specific timeThis is our policy because of unforeseen circumstance beyond our controlShe was never promised a specific time.When she purchased the sofa, she was speaking with Gail, not BrianShe is the secretaryGail was reviewing the delivery policy with [redacted] and her fiancé stated that he “was gonna make the sofa fit no matter what." [redacted] and her fiancé did come into the store before the purchase of the sofa and spoke with BrianAt which time I also explained to both of them the delivery policyBrother's Fine Furniture LLC Delivery Policy is that: “Under no circumstances does Brother's Fine Furniture LLC force any items at the risk of damage to customers property or merchandiseThe merchandise will be brought back to the store and refund will be issued minus the delivery feeIf customers chooses another item a redelivery fee will be chargedUnder no circumstances will merchandise be delivered that will put our delivery team at risk for injury.” Gail continued to explain Brother's Fine Furniture LLC Policy regarding not forcing items to fit [redacted] 's fiancé then stated “I will put it through the window if I have to" Upon arrival to [redacted] 's address, the front door was already taken off by the customerThe delivery crew followed policy by checking [redacted] 's ID and credit cardShe demanded to see the sofa to make sure it was the correct sofaThe delivery crew showed her the model number to prove that it was the right sofa and she demanded the sofa be unwrapped and taken out of the box on the sidewalkThe delivery crew did as she asked them to [redacted] then stated to the delivery crew that “she's the ***"[redacted] 's fiancé was involved in the delivery from the beginning to the endHe physically made the sofa fit into the desired space just as he said he wouldThe customer was not asked to hep with the deliveryThere are times that a customer will insist on helping the delivery crew and if it is safe then the crew will allow the Customer to assistAfter the sofa was in the desired space (living room), the crew showed the customer where the legs to the sofa wereThe customer only paid for a basic delivery to the second floor, no setupThe crew then stated to [redacted] and her fiancé “do you have a tip for hard working man." [redacted] then handed them $totalThe delivery crew said “thank youThe delivery crew and [redacted] 's fiancé, started going downstairs and [redacted] 's fiancé grabbed the front door and carried it downstairsThe delivery crew exited the room and If there was any damage at that time, the delivery team, [redacted] and her fiancé would have seen itThey were in the space where the damage is, if they didn't see or notice the damage on the way in then they definitely should have seen it upon leavingThe delivery crew stated "there was no damage when they left the room." When [redacted] states she “locked the door behind them." The door was not even on the hinges to close or lock [redacted] states that they knocked a fire alarm off the ceiling and holes in her wallWhile the delivery crew and [redacted] 's fiancé were walking out of the room, if there were any damage, the delivery crew calls the store, owner or manager on their cellphones on site to report itThe delivery crew even helped [redacted] 's fiancé put the door back onBrother's Fine Furniture LLC does a lot of deliveries and any issue are taken care of immediately.In Summary: [redacted] stated her delivery was promised at 5:00pmWe do not promise exact times just time framesThis is due to unforeseen circumstances beyond our control The customer stated that Brian did her credit card over the phone transaction/saleIt was actually done by Gail, a female employee The customer stated the delivery crew was “extremely rough and not careful” when in fact her fiancé actually participated in the delivery [redacted] stated that the “delivery crew made her feel uncomfortable and would not leave her doorway without a tip” [redacted] spoke with me (Brian) and told me about the delivery crew asking for a tipShe stated that she thought it was "inappropriate" but never ever said that it made her uncomfortable and that they wouldn't leave without one [redacted] stated that she tried to call the store at 9:p.mThe store closes at 6:00pm [redacted] then stated she tried to call the store “all day Saturday" and no one answered the phoneIt is highly unlikely that no one answered the phone on the busiest day of the weekA majority of our sales are done over the phoneFor this reason, it is extremely unlikely that the phone went unanswered all day on a Saturday or any dayNo voicemail was leftVoicemails are checked dailyAdditionally, no email was sent to us that nightThe first correspondence from [redacted] was on MondayAs involved as they both were in the whole delivery process, it is very hard to believe as demanding as she was, that they did not ask on the spot for our delivery crew to contact the manager or ownerThere are many ways to contact us including coming into the store to speak with the manager [redacted] stated that I (Brian) called her “a liar” and that I was rudeI never told her she was a liar and was not rude to her despite the belligerent attitude I got from [redacted] , but I did state facts to her, which she did not like Upon looking at the photos [redacted] emailed to the store, the damage appears to be more consistent with a corner of a door going through the wall not a sofaWhen I evaluate all the facts from all the parties involved and I strongly believe that the customer is not being truthful, I have to stand up for myself and my employeesEmployees have damaged furniture and property in the past and sometimes it is just inevitable, My employees do not feel they have to lie when damage happensWhen deliveries are unsafe or risky to product or property, the delivery crew calls the owner or manager on their cellphone to evaluate the situation and decide if the delivery can be done safelyBrother's Fine Furniture LLC does not hold the employees financially responsible for any damages and they are not reprimanded in any wayTherefore, the employees have no reason to not be truthfulIt is pretty clear that [redacted] is not very truthful in representing her argumentThere are a lot of inconsistencies in her storyConsidering all information presented to me, I do not feel as though we (Brother's Fine Furniture LLC) caused any damage to her property but being the honest business man that I am, I will issue a check in the amount of $for her to make her own repairs when all the untruthful information is taken off the internet permanentlyThis will save both parties lawyers fees because we are considering legal action due to her defamation of my business on the internetAs soon as my desired settlement is reached, a check will be immediately sent to the customer and we will not move forward with the lawyerIt is a shame that one distorted view can go online and damage a business without consumers hearing both parties informationWe have been in business for years and done many deliveries, I feet that it is unjust that my business is paying the consequence when I strongly feel we did no damageto her propertyIf we had done the damage, we would have taken full responsibility and made the necessary repairs ASAP, especially since the was damage minimal
in response to [redacted] ID# [redacted] requested a delivery time after 500 pm on said day. It is our policy to give a time frame, not a specific time. This is our policy because of unforeseen circumstance beyond our control. She was never promised a specific...
time.When she purchased the sofa, she was speaking with Gail, not Brian. She is the secretary. Gail was reviewing the delivery policy with [redacted] and her fiancé stated that he “was gonna make the sofa fit no matter what." [redacted] and her fiancé did come into the store before the purchase of the sofa and spoke with Brian. At which time I also explained to both of them the delivery policy. Brother's Fine Furniture LLC Delivery Policy is that:
“Under no circumstances does Brother's Fine Furniture LLC force any items at the risk of damage to customers property or merchandise. The merchandise will be brought back to the store and refund will be issued minus the delivery fee. If customers chooses another item a redelivery fee will be charged. Under no circumstances will merchandise be delivered that will put our delivery team at risk for injury.”
Gail continued to explain Brother's Fine Furniture LLC Policy regarding not forcing items to fit. [redacted]'s fiancé then stated “I will put it through the window if I have to"
Upon arrival to [redacted]'s address, the front door was already taken off by the customer. The delivery crew followed policy by checking [redacted]'s ID and credit card. She demanded to see the sofa to make sure it was the correct sofa. The delivery crew showed her the model number to prove that it was the right sofa and she demanded the sofa be unwrapped and taken out of the box on the sidewalk. The delivery crew did as she asked them to. [redacted] then stated to the delivery crew that “she's the [redacted]'s fiancé was involved in the delivery from the beginning to the end. He physically made the sofa fit into the desired space just as he said he would. The customer was not asked to hep with the delivery. There are times that a customer will insist on helping the delivery crew and if it is safe then the crew will allow the Customer to assist.
After the sofa was in the desired space (living room), the crew showed the customer where the legs to the sofa were. The customer only paid for a basic delivery to the second floor, no setup. The crew then stated to [redacted] and her fiancé “do you have a tip for hard working man." [redacted] then handed them $3.00 total. The delivery crew said “thank you. The delivery crew and [redacted]'s fiancé, started going downstairs and [redacted]'s fiancé grabbed the front door and carried it downstairs. The delivery crew exited the room and If there was any damage at that time, the delivery team, [redacted] and her fiancé would have seen it. They were in the space where the damage is, if they didn't see or notice the damage on the way in then they definitely should have seen it upon leaving. The delivery crew stated "there was no damage when they left the room." When [redacted] states she “locked the door behind them." The door was not even on the hinges to close or lock. [redacted] states that they knocked a fire alarm off the ceiling and 2 holes in her wall. While the delivery crew and [redacted]'s fiancé were walking out of the room, if there were any damage, the delivery crew calls the store, owner or manager on their cellphones on site to report it. The delivery crew even helped [redacted]'s fiancé put the door back on. Brother's Fine Furniture LLC does a lot of deliveries and any issue are taken care of immediately.In Summary:1. [redacted] stated her delivery was promised at 5:00pm. We do not promise exact times just time frames. This is due to unforeseen circumstances beyond our control.
2. The customer stated that Brian did her credit card over the phone transaction/sale. It was actually done by Gail, a female employee.
3. The customer stated the delivery crew was “extremely rough and not careful” when in fact her fiancé actually participated in the delivery.
4. [redacted] stated that the “delivery crew made her feel uncomfortable and would not leave her doorway without a tip” [redacted] spoke with me (Brian) and told me about the delivery crew asking for a tip. She stated that she thought it was "inappropriate" but never ever said that it made her uncomfortable and that they wouldn't leave without one.
5. [redacted] stated that she tried to call the store at 9:30 p.m. The store closes at 6:00pm. [redacted] then stated she tried to call the store “all day Saturday" and no one answered the phone. It is highly unlikely that no one answered the phone on the busiest day of the week. A majority of our sales are done over the phone. For this reason, it is extremely unlikely that the phone went unanswered all day on a Saturday or any day. No voicemail was left. Voicemails are checked daily. Additionally, no email was sent to us that night. The first correspondence from [redacted] was on Monday. As involved as they both were in the whole delivery process, it is very hard to believe as demanding as she was, that they did not ask on the spot for our delivery crew to contact the manager or owner. There are many ways to contact us including coming into the store to speak with the manager.
6. [redacted] stated that I (Brian) called her “a liar” and that I was rude. I never told her she was a liar and 1 was not rude to her despite the belligerent attitude I got from [redacted], but I did state facts to her, which she did not like.
7. Upon looking at the photos [redacted] emailed to the store, the damage appears to be more consistent with a corner of a door going through the wall not a sofa.
When I evaluate all the facts from all the parties involved and I strongly believe that the customer is not being truthful, I have to stand up for myself and my employees. Employees have damaged furniture and property in the past and sometimes it is just inevitable, My employees do not feel they have to lie when damage happens. When deliveries are unsafe or risky to product or property, the delivery crew calls the owner or manager on their cellphone to evaluate the situation and decide if the delivery can be done safely. Brother's Fine Furniture LLC does not hold the employees financially responsible for any damages and they are not reprimanded in any way. Therefore, the employees have no reason to not be truthful.
It is pretty clear that [redacted] is not very truthful in representing her argument. There are a lot of inconsistencies in her story. Considering all information presented to me, I do not feel as though we (Brother's Fine Furniture LLC) caused any damage to her property but being the honest business man that I am, I will issue a check in the amount of $150.00 for her to make her own repairs when all the untruthful information is taken off the internet permanently. This will save both parties lawyers fees because we are considering legal action due to her defamation of my business on the internet. As soon as my desired settlement is reached, a check will be immediately sent to the customer and we will not move forward with the lawyer. It is a shame that one distorted view can go online and damage a business without consumers hearing both parties information. We have been in business for 17 years and done many deliveries, I feet that it is unjust that my business is paying the consequence when I strongly feel we did no damageto her property. If we had done the damage, we would have taken full responsibility and made the necessary repairs ASAP, especially since the was damage minimal.